Jonathan Doughty
Jonathan is a leading food-service professional in the international property industry, with strong creative leadership, project management, and collaborative skills. He has achieved operational excellence in job roles and corporate development. He's an innovative thinker, who until July 2021 held the role of director and global head of food service, leisure, and place-making at ECE. Now acting as a consultant, he leads projects that create great places for people to enjoy in retail workplaces and transportation hubs.
Day -
3 - Customer service, passenger and workforce experience - 10:25 - 11:05
Panel discussion: How to ‘humanize’ airports and make them more intuitive
This panel session will reveal future strategies that can positively impact non-aviation revenue by making airports more human and less like machines. It will specifically explore how we can develop intuitive, stress-free, emotionally engaging airports that offer a new and futureproofed approach to the commercial experience while responding to passenger expectations and their different missions and physical and emotional states. The panel will provoke dialogue on how an airport can drive passenger comfort, engagement, dwell and spend while considering biophilic design, multisensory environments, ‘soft spaces’, tactility, psychological triggers, visual noise, vistas, visibility and the power of beauty.
The audience will learn:
- How an airport can create truly positive passenger sentiment and become a ‘love brand’
- How airports can become healthy places
- How ‘humanizing’ airports can increase non-aviation revenue
- How we can create airports that are intuitive and stress-free
- How airports can be positive beacons in their local communities
